Live Assistance › How to Create an Assistance Session › Invite the End User to a Session from a Ticket

Invite the End User to a Session from a Ticket

You can invite the end user to a live assistance session to diagnose and resolve a ticket. You can create assistance sessions from incidents, issues, and requests. Your administrator determines the appropriate ticket settings for your support environment. For example, the administrator can specify that you only use the incident ticket type.

To invite the end user to a session

1. Open a ticket that the end user created, or create a ticket on behalf of the end user.

   The ticket detail page appears.

2. On the Support Automation tab, click Invite End User.

   The Invite End User page appears.

   Important! The Invite End User button is only available to analysts with a Support Automation access typed assigned to their role.

   Complete the appropriate fields.

3. Click Launch.

   The Support Automation Analyst Interface appears with the newly created session.

   Note: After you create the session, the end user receives an email notification with a link to the assistance session that also contains the ticket details. If tenant settings restrict email notifications, the end user can join the session from a link on their home page.

   The end user joins the session.

4. Provide support to the end user using the appropriate tools.

   The assistance session completes.